Nhat Mai Duong
Senior Country Manager @ 12GO Thailand Co., Ltd.
Bangkok
Summary
Professional leader in international business with solid track record in driving market growth and operational excellence. Proven ability to lead diverse teams, adapt to changing environments, and foster collaboration to achieve strategic goals. Skilled in market analysis, strategic planning, and relationship management, ensuring impactful results and sustained success.
Overview
3
3
years of professional experience
4
4
Languages
Work History
Senior Country Manager (Vietnam, Cambodia, Laos)
12Go
01.2024 - Current
- Secured 70 direct contracts (53 bus, 14 charter, 4 train), reducing reliance on agencies and achieving a minimum 20% discount per contract, driving increased margins.
- Contributed to 200% revenue growth, from $2M to $4M, and exceeded targets for incremental routes/operators by 170%.
- Improved country margins by 7 percentage points, negotiating 7 special deals with margins exceeding 30%, compared to a country average of 17%.
- Proficient in leveraging data analytics tools such as Superset and Looker Studio to support data-driven decision-making processes.
- Developed and executed strategic plans, including long-term, and quarterly goals, effectively communicating objectives to the team.
- Standardized operational processes to eliminate inefficiencies and enhance productivity.
- Built and maintained strong relationships with business partners, demonstrated by successful negotiations for Special Deals and active participation in initiatives like Affiliate programs, Co-branding efforts, and Discount campaigns.
Business Development Manager (Vietnam, Cambodia)
12Go
10.2023 - 04.2024
- Onboarded over 20 transport operators, including key partners generating up to $1 million in annual sales, contributing significantly to revenue growth.
- Effectively maintained market stability and operational efficiency during periods of leadership absence, ensuring seamless business continuity.
- Provided comprehensive training to new staff members
- Conducted regular balance checks, resolved operator financial discrepancies
- Regularly engaged with key operators to address their needs, provide support, and identify opportunities for mutual growth.
Senior Customer Support (Vietnam, Cambodia)
12Go
01.2023 - 10.2023
- Oversee and manage the resolution of customer inquiries and complaints across multiple channels, including phone, email, and social media, ensuring high standards of service and customer satisfaction.
- Analyze and monitor patterns in negative reviews and support cases, implementing strategic solutions to address recurring issues and improve overall customer experience.
- Build and maintain strong relationships with transport operators, negotiating and managing partnerships to ensure reliable and high-quality services.
Junior Customer Support (Vietnam, Cambodia)
12Go
07.2022 - 01.2023
- Respond to customer inquiries and resolve complaints through phone, email, and social media channels.
- Manage booking requests, including scheduling, rescheduling, and cancellations, based on customer preferences.
- Collaborate and communicate effectively with colleagues and other departments as needed.
Sales Executive
YLG Bullion Singapore
02.2022 - 06.2022
- Conduct research and find potential leads for Vietnam market
- Create sales process for Vietnam clients
- Coordinate with PR team to come up with media campaign
International Relations Coordinator
Alternative Universe
10.2021 - 02.2022
- Create plans to enhance service and hospitality standards.
- Facilitate networking opportunities for businesses across Southeast Asian countries, with a focus on Vietnam and Thailand.
- Provide support for event management and coordination.
Education
BBA - Hospitality Management
Stamford International University (Thailand)
Bangkok, Thailand 04.2001 -
Skills
- Negotiation
- Market development
- Cross-functional coordination
- Performance management
- Project management
Timeline
Senior Country Manager (Vietnam, Cambodia, Laos)
12Go
01.2024 - Current
Business Development Manager (Vietnam, Cambodia)
12Go
10.2023 - 04.2024
Senior Customer Support (Vietnam, Cambodia)
12Go
01.2023 - 10.2023
Junior Customer Support (Vietnam, Cambodia)
12Go
07.2022 - 01.2023
Sales Executive
YLG Bullion Singapore
02.2022 - 06.2022
International Relations Coordinator
Alternative Universe
10.2021 - 02.2022
BBA - Hospitality Management
Stamford International University (Thailand)
04.2001 -
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